IT Support built around legal and professional services

For a law or accountancy firm every support ticket has a billable cost attached, which changes what good looks like. The measure is not tickets closed, it is fee-earner minutes not lost, and that justifies a level of pre-emption that would be excessive elsewhere. A tracked queue with a defined response time means small problems, a shared location that will not open, a printer failing before a client meeting, an inbox at quota on the wrong afternoon, get resolved before they compound rather than being someone side task. Hardware failure is the scenario the contract exists for: a partner with a dead laptop the day before a hearing needs a pre-configured spare and their data restored, not a diagnosis, so spares are held and the swap is rehearsed. Confidentiality shapes the mechanics too. Remote sessions are taken with the user present rather than unattended, machines are not removed from the office with client material on them, and support staff work to the same discretion expectation as your own people. The recurring categories are document access, email, and the e-filing and submission portals, which break at inconvenient times and are frequently blamed on the firm systems when the portal itself is at fault.

In a professional-services office the support question is about protecting billable time. Every interruption has a direct cost attached to it.

Small problems accumulate: a shared drive nobody can reach, a printer that fails before a client meeting, an inbox at quota on the wrong afternoon.

A tracked queue and a known response time means these stop being someone’s side job and start being resolved before they compound.

Email retention unmanaged, so records cannot be produced when required. Under a it support contract, first-line resolves what it can and escalates the rest to a senior engineer the same day For law firms, accountants and consultancies that matters because confidentiality is a professional obligation leaves very little room once email retention unmanaged is the thing that fails.

Departing staff retaining access to client material. Under a it support contract, the fix and the cause are documented, so the knowledge stays with the account For law firms, accountants and consultancies that matters because interruption costs billable time leaves very little room once departing staff retaining access to client material is the thing that fails.

Deadline-day failures on systems nobody checked in advance. Under a it support contract, it comes into a tracked queue instead of being a side job for whoever is nearest For law firms, accountants and consultancies that matters because deadlines that cannot move leaves very little room once deadline-day failures on systems nobody checked in advance is the thing that fails.

Outside working hours, and never in the run-up to a known filing or hearing date. We ask for your deadline calendar and schedule around it.

Managed clients have a 30-minute response target for critical issues. For a first enquiry, we reply within 4 business hours.